Beyond CRM

We should start discussing what’s beyond CRM. I chose the word “beyond” advisedly. CRM is far from dead or even in decline, so “after” would be completely incorrect. However, CRM already has changed so much that it may be time to rethink it. Also, many of the tangential technologies that have turbocharged CRM in the last few years, like social media, have attracted so much attention — not all of it good — that some analysis is due. First, I’ll state the obvious: CRM is not in eclipse. It’s a $30-plus billion industry with a bright future.